SOURCE: IntelliResponse

IntelliResponse

February 04, 2014 09:00 ET

IntelliResponse Named a Leader in the Enterprise Virtual Assistant Market by Opus Research

Comprehensive Report Highlights IntelliResponse's Multichannel Reach, Conversational Interface and Number of Deployments as Keys to Success

TORONTO--(Marketwired - Feb 4, 2014) - IntelliResponse, providers of the most widely used virtual agent technology solutions for the enterprise, today announced that the company has been named a leader in the Enterprise Virtual Assistant (EVAs) industry in a new report from Opus Research entitled "Evaluating Enterprise Virtual Assistants."

The report highlights IntelliResponse's growing enterprise customer base across a variety of industries, including banks, utilities, retailers, telcos and educational institutions from around the world. It also emphasizes IntelliResponse's ability to leverage Natural Language Processing and Machine learning to understand consumer intent and provide the one right answer to digital self-service questions regardless of how they might be phrased.

The report noted IntelliResponse's ongoing new product development process, including its current piloting of a system that incorporates customized promotions into customer interactions and recent advancements in voice of the customer analytics.

Opus Research forecasts that the market for EVAs will grow to $700 million by 2016, as consumer-facing companies across industries turn to virtual assistants to reduce costs, improve the quality of customer service and increase customer engagement on the mobile channel.

"The report from Opus Research affirms that the virtual assistant market is growing at a fast clip," said David Lloyd, CEO, IntelliResponse. "More than ever, companies are exploiting the potential of virtual assistants to not only deliver operational efficiencies, but also drive new revenue and deeper customer insights. We are continuing to enhance our product offerings to ensure that our virtual agents are responding to customers in even more personalized ways."

"Our research estimates that virtual assistants on smartphones and Web sites handled over 4 billion "natural language" queries in 2013," said Dan Miller, Senior Analyst & founder of Opus Research. "This is about to have a profound effect on businesses as they realize the value of employing virtual assistants to reduce customer service costs while strengthening brand loyalty. In response, virtual assistant providers, like IntelliResponse, are introducing product innovations, like ANSWERS, VOICES and OFFERS technology, to support more personalized self-service engagements."

About IntelliResponse Systems

IntelliResponse provides digital self-service technology solutions for the enterprise. We create profitable online conversations for our private and public sector customers around the world.

Our patented Virtual Agent solutions transform corporate websites, mobile applications, social media channels and agent desktops into world class self-service platforms. Using IntelliResponse, consumers can ask questions using natural language and get instant, accurate answers as well as targeted offers that lead them down the purchase path and improve conversion. What's more, key voice of the customer insights are captured in natural language, allowing companies to build highly detailed customer profiles over time.

IntelliResponse is the gold standard in first line customer experience, offer management and customer intelligence. Some of the world's most recognized corporate brands and public institutions trust their customer experience management needs to IntelliResponse -- including CIBC Bank, ING Direct, Charter Communications, Progress Energy, Copa Airlines, Kobo Books, Penn State University, Yale University and Harvard University Extension School.

For more information about IntelliResponse, visit www.intelliresponse.com

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